Description

At Amazon, we are working to be the most customer-centric company on earth. If you would like to help us grow and develop our employees, this is your chance to make history.

Devices, Digital and Alexa Support (D2AS) defines, designs, and delivers the technical support experience for millions of Amazon customers around the world and works closely with the business to advocate for improvements that reduce friction, increase utility and enjoyment for our customers. We support customers throughout their journey, assisting with setup of their products, troubleshooting and resolving problems, and increasing the utility and enjoyment of their products.

We seek a strategic and creative talent development and change management expert who will collaborate with the broader D2AS and World-Wide Customer Service (WWCS) teams and lead the team focused on Learning, Change Management, and Technical Care Expertise. The team is global, and is comprised of program managers, trainers, and instructional designers responsible for learning solutions for D2AS customer service associates that provide technical support solutions for customers who contact us for support for 26 product categories, in 43 countries, 21 marketplaces, and 17 languages.

In this role you will build organizational capability, be a trusted advisor, facilitate working sessions among our senior leaders, and help drive Amazon’s performance culture. You will consult, curate, deliver, and measure change management and learning experiences that improve functional skills and develop leadership capabilities.

To be successful in this role you will need to both see the big picture and execute rapidly. You will understand both the art and science of leadership and talent development and have proven experience consulting, curating learning content, and analyzing results for actionable insights. The ideal candidate possesses functional knowledge of core talent areas preferably an experienced Leadership Development Program Manager, Learning Manager, Change Management Leaders, or Talent Management Partner.

Key job responsibilities

• Develop and execute the D2AS Learning, Change Management, and Technical Care Expertise strategy, roadmap, activities, and measures that support the strategic and operating plans, and the product roadmaps for the businesses that D2AS supports.

• Consult with senior stakeholders (e.g. Product and Business Leaders, Functional Partners) on change management, leadership development, and functional development initiatives.

• Work backwards from the customer needs and/or performance gaps to identify learning opportunities and advise appropriately.

• Define and scope opportunities to address business outcomes through performance support solutions.

• Define, test, and implement innovative solutions that improve the learning experience through multimedia, virtual, and emerging technologies such as GenAI

• Assess and analyze current programs and initiatives, to quantify impact, determine priorities, and optimization plans to scale and reduce effort and costs.

• Proactively identify, curate and improve existing learning and leadership development content, offerings, learning paths to meet stakeholder needs.

• Build partnerships with centralized teams to continuously exchange and develop best practices.

A day in the life

Devices, Digital and Alexa Support (D2AS) defines, designs, and delivers the technical support experience for millions of Amazon customers around the world and works closely with the business to advocate for improvements that reduce friction, increase utility and enjoyment for our customers. We support customers throughout their journey, assisting with setup of their products, troubleshooting and resolving problems, and increasing the utility and enjoyment of their products.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• Bachelor's degree

• 7+ years of team management experience

• 7+ years of instruction design experience and delivery experience to include designing and delivery change management programs

Preferred Qualifications

• Experience working with, presenting to and influencing senior executives up to VP level

• Experience implementing repeatable processes and driving automation or standardization

• Experience defining program requirements and using data and metrics to determine improvements

• Experience delivering cross functional projects

• Master's degree

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $121,100/year in our lowest geographic market up to $225,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.